Municipal Service Delivery to Older Persons: Contextualizing Opportunities for ICT Interventions

Abstract This chapter has a threefold aim: (1) to contextualize older persons’ inclusivity at municipal level as outlined in Goal 11 of the United Nations Sustainable Development Goals (SDGs) and international, African regional and South African law and policy frameworks; (2) to obtain an assessment of service delivery by local government, and (3) to reflect on gaps in service delivery and offer suggestions. Stratified sampling was used and information obtained through semi-structured interviews, emailed responses and focus groups from representatives (n = 17) on three local government levels, NGO representatives (n = 5), and officials from the South African Local Government Association (SALGA) and the Department of Social Development (n = 26). A sample of older persons (n = 302) from a rural area and two large towns in North West and Gauteng provinces completed questionnaires and participated in semi-structured interviews (n = 14) and focus groups (n = 22). Findings indicated compromised service delivery related to local government officials’ systemic, managerial, and capacity challenges. Municipal services were either non-existent or age-inappropriate. Local government’s unresponsiveness leaves older people at risk—particularly those who lack social networks. We present suggestions to address the disconnect between the intent of laws and policies for inclusivity and municipal service delivery, and the service delivery experiences of older persons.